Job Details

Global Customer Experience Director

About Us:




Born from the desire to inspire and create adventure and community, SUPER73 is an American lifestyle adventure brand fusing motorcycle heritage and youth culture. We are a group of adventurers, creators, builders, thinkers, innovators, dreamers, and most importantly, doers who believe that the whole of our efforts far outweighs the sum of our parts. This is not for the faint of heart. We work hard, we move fast, and we are on a mission. For us, this is not a job, this is an opportunity to fuse passion with a career and compete in a newly emerging global industry.  If you believe that you can contribute to our team, we’d love to talk to you. 


 


About The Role:


SUPER73 is currently looking for an experienced Global Customer Experience Director to support our growing team. This candidate will support all areas of the customer experience team and improve our customer’s journey and strengthen the most important pillar of our company’s operation.  We're set for continued explosive growth, and we're looking for someone that can exhibit poise and calm amidst the storm.


This position will overlook multiple aspects of the global customer service operation of our organization. The Director of Customer Experience will advocate for the customer service team and provide a stellar work environment for the department. This crucial and visible role will be responsible for optimizing the current customer service function and devising a strategy for the future by developing talent, measurements, and systems that will foster continuous improvement resulting in a world-class customer experience and foster a strong community in our brand. The position will focus on maintaining and improving the three core areas of our global customer service operation. These areas include:



  • Agent Experience: Using analytics and reporting to define metrics and expectations geared toward individual and department growth and create guidance through incentivization


  • Customer Experience/Effort: Improve first contact resolution and reduce customer effort in interacting with our team.  


  • System Operations Agility: Optimize existing platforms on a quarterly basis and provide resources geared towards maximizing efficiency.  



Our goal is to elevate the agent experience and customer experience through a comprehensive strategy that directly results in raving reviews in customer satisfaction.


About You:


The person best fit for this position will be a rockstar that loves to work with people and work for the people. You should be highly motivated by both creative and analytical work. You will have demonstrated experience growing relationships and building a solid network of resources that a global customer service operation requires to run effectively and efficiently.  You should understand what detail is required to develop a customer service team and also empathize with a customer while exhibiting class externally and driving the culture internally. This position will require a glass half full perspective in every situation. You will have experience in mentoring, encouraging self-development, and improvement through learning with a “no task is too small or big” attitude in every move you make. Your focus should be on the performance and efficiency of the department in order to foster improved customer experience. You are constantly able to motivate yourself and continually grow business and generate customer success.


Responsibilities and Duties



  • Own the entire customer service experience- Proactively work with our Customer Service team to eliminate tickets through innovation, automation, team training, and staffing to improve our customers’ experience. 


  • Evaluate the existing client service team and explore areas for improvement, as well as alternatives


  • Leverage in-house, onshore or offshore customer service across all channels: chat, email, phone, push notifications, and AI/chat bots


  • Establish and manage KPIs, metrics and targets for tracking customer service. Update and manage core Customer Care KPI’s


  • Manage and improve NPS (Net Promoter Score), CSAT (Customer Satisfaction), or other Customer service Metrics


  • Responsible for Profit and Loss, or Profit Center/Cost Center Budgets.


  • Stay current on new technology and evolving industry trends impacting customer care and eCommerce; create initiatives to consistently improve our ability to service customers. Develop new practices and tools to service clients and drive efficiency 


  • Use customer insight and root cause analytics to identify company-wide improvements and present these to the Board/Senior Stakeholder Peers


  • Act as the voice of the customer across the organization


  • Identifying and providing feedback through 1:1s, effective use of personal development plans, and provision of coaching & development opportunities.


  • Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.


  • Work effectively interdepartmental with Marketing, Operations, and Engineering, to negotiate and influence customer improvements


  • Drive quality and consistency in customer interactions


  • Partner with client relations to optimize existing client profitability through business planning and collaboration and deliver increased revenue streams



Required Qualifications




  • 7-10 years’ experience with experience in customer service 


  • Zendesk Support Admin Certification preferred


  • 3+ Experience with a Global Consumer Brand


  • Extensive experience in managing operational customer service teams in a high volume contact center, in-house, onshore or offshore. 


  • Extraordinary people skills: must be empathetic, patient, confident, and able to interact well with a broad spectrum of personality types


  • A strong leader that inspires employee commitment, loyalty and motivation though progressive workplace practices that foster teamwork, open communication, safety, respect, sincerity, helpfulness, courtesy and humility


  • Experience in working with brands that fosters community


  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets


  • Established track record of exceeding targets, KPI’s, SLA’s, in quality led, legislative compliant environment


  • Able to interpret MI/BI and develop a strategy and make recommendations.


  • Influential relationship skills and the ability to use these relationships to deliver service improvements


  • Able to adapt and succeed in a changing environment


Irvine
Customer Service
Full-time
Director